LiveAgent

LiveAgent is a customer-support suite for teams that want email, chat, phone and social conversations managed alongside ticketing and self-service. It suits businesses consolidating several support channels, though its per-agent pricing makes tier and team size important choices.

Overview

Founded in 2004 and headquartered in Bratislava, Slovakia, LiveAgent brings multiple customer channels into a shared inbox. Ticket automation, SLA management, a help center, customer portal and API access extend it beyond message routing into case management and self-service.

Its stated platform is API. That is relevant for teams integrating the service into other systems, but it does not establish support for a native desktop or mobile app.

Key features

Multichannel support

Email, live chat, phone, social media, WhatsApp and Viber can be handled from one dashboard, with a knowledge base also part of the support mix. More than 200 integrations and API access offer connection options for teams with existing systems. The breadth is useful for consolidating channels, but the tier structure matters: call-center tools arrive at Medium business, while Facebook, Instagram, X and WhatsApp are listed with Large business.

Automation and self-service

Ticket automation, SLA management and a customer portal support organized follow-up and customer self-service. LiveAgent says its AI chatbot supports 24/7 service in more than 100 languages and that built-in AI can automate up to 75% of conversations. These are vendor claims, not results every team should expect. The company also claims productivity increases of up to 20%, up to 28% more requests resolved on first contact through smart ticketing, and up to 30% lower support workload through its knowledge base.

Pricing

LiveAgent offers a 30-day trial and no permanent free plan. Plans can be upgraded, downgraded or canceled anytime, with no contracts or setup fees. Pricing is per agent, so annual cost scales with team size; monthly billing costs more at every listed tier.

PlanAnnual billingMonthly billingWhat it addsSmall business$15 a month per agent$19 a month per agentTicketing, live chat, knowledgebase, customer portal, contact forms and automation rules.Medium business$29 a month per agent$35 a month per agentCall center and IVR, time rules, reports, proactive chat invitations, agent ratings and service levels (SLA).Large business$49 a month per agent$59 a month per agentTime tracking, audit log, Facebook, Instagram, X and WhatsApp.Enterprise$69 a month per agent$85 a month per agentFull-scale solution, extra support and exclusive services.Small business is the entry point for teams needing core ticketing, chat and self-service. Medium business is the practical step for phone support and reporting; Large business is the tier that adds named social channels and time tracking. Enterprise is aimed at organizations seeking extra support and exclusive services, but the listed features do not detail what those services entail. Moving up the tiers raises the per-agent rate, so teams should weigh the added capabilities against headcount rather than assume every channel requires the highest plan.

Platforms

The platform listing is API. LiveAgent also describes a unified dashboard, but no additional operating-system platform is established here.

Who it's for

LiveAgent is a strong fit for support teams that need one inbox for several channels, ticket automation and customer-facing self-service, especially when their channel mix justifies the relevant tier. It is less suitable for buyers seeking a permanent free plan or for teams whose per-agent budget cannot accommodate the cost of higher tiers.

Pros and cons

Pros: Combines a shared inbox, ticketing, automation, SLA management, help center and customer portal in one support suite.

Pros: More than 200 integrations and API access give teams options for connecting other systems.

Cons: There is no permanent free plan, and every paid tier is priced per agent.

Cons: Call-center features and several social channels are reserved for higher tiers, increasing the cost for teams that need them.

Cons: API is the stated platform, which may not suit buyers looking specifically for confirmed native app support.

Alternatives

Freshdesk is worth comparing for teams that want a free option: its free program covers 1–2 agents for 6 months, while Growth is $19 a month billed annually.

Vonage SMS API is a more focused alternative when the requirement is SMS API access; its pricing is usage-based and varies by country and number type.

Unity Contact Center is another paid contact-center option, with web and Windows platforms and a free trial.

Aspect League is another paid option, available on Android, iOS and web.

Genesys Workforce Engagement Management is an alternative for teams comparing workforce engagement products; its listed add-on is £28 a year per named user, billed annually.

Hoopla is another paid option, with a free trial and Android, API, iOS and web platforms.

BoardQ is a freemium alternative with a free Basic plan for up to 2 leaderboards.

Gamifier is a paid alternative with a Starter plan at $3 a month billed yearly.

Readers comparing adjacent categories can also browse Help desk software, Customer Self-Service Software, Social Media Customer Service Software and Customer Service Gamification Software.

Verdict

Choose LiveAgent if your support operation needs a unified multichannel inbox with ticketing, automation and self-service tools, and the right tier fits your per-agent budget. Look elsewhere if you need a permanent free plan, or if higher-tier pricing for phone and social channels outweighs the value of consolidating them.